Compliance articles

Why Are SLAs Critical To Managing Customer Expectations?

Amid prevailing economic uncertainty that's getting progressively worse with most major economies simultaneously experiencing a slowdown, consumers are re-assessing where their money is spent. Most enterprises these days are able to clearly see the writing on the wall. For customers, the only thing that matters is their experience, nothing else. And this has been made possible by the transition of the economy from a profit-centric one to an experiential one.

Requirements to establish a successful business are changing completely. It's no longer about one giant sale. Rather, it's about a thousand small wins that add up to memorable consumer experiences and eventually to long-term customer retention.

Decoding the Impact of CCPA for Contact Centers in 2020 and Beyond

The California Consumer Protect Act (CCPA) went into effect earlier this year, compelling organizations that have operations or customers in the state to comply with certain data privacy and security mandates. For contact centers however, CCPA compliance might not be optional as California accounts for nearly 12% of the U.S. population. So, there’s a good chance your customer service team processes California citizen data.